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Apria Healthcare - Page 2

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1.1 out of 5, based on 13 ratings and
33 reviews & complaints.

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Apria's horrible service and billing problems
Posted by on
Just want people to really checkout other peoples experiences before signing up with Apria. We had all kinds of problems with late deliveries, delivery of wrong product, and billing the insurance company for products we hadn't used in months. We also had billing problems which I thought we had resolved. I spoke with a representative and we agreed they owed me a small amount and about a month later I received a check with a stub stating I had overpaid.

A month later they turn our account over for collection for $27. This after their own representative told me they do not refund amounts less than $25 to patients unless the patient requests it. What an outfit! I don't think the left hand knows what the right hand is doing.
     
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anne51 on 2010-08-16:
I'm a senior citizen and I've dropped Apria as a provider due to their decision to give American jobs to Indians. No wonder the billing is messed up, India is doing this and they have zero experience in American health care regulations. I'll never go back to this company due to their outsourcing to a foreign country doing this recession/depression. It's easier to call another provider, also easier to understand their English
wheelchair customer on 2012-01-24:
If you use Apria- be prepared for frustration. From beginning to end, they did not ever do anything they said they would do. They changed delivery/pick-up dates without telling. Continually used my home phone instead of cell #, which I kept giving them, so I wouldn't get their calls. People on the phone are nice, but again, nother ever happens as they say it will. Don't call with ETAs as they say they will. If they mess up your schedule, be persisitent and say, "That is not acceptable. You are coming TODAY as scheduled."
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Apria Home Healthcare Service Sucks!
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EL SEGUNDO, CALIFORNIA -- I have never complained online about a company before, but my experience with Apria was so bad that I am furious. We had some medical equipment from them -after the patient no longer needed it I called them to pick it up. Over a series of two months, I was promised by three different customer reps that it would be picked up. I finally called and asked for a supervisor, who actually put in the work order -it seems none of the others had bothered to do that important step- and promised it would be picked up the next day between 10:00-2:00. No problem, I arranged my day to accommodate. Well guess what? The next day I finally received a call that they would be picking it up, but between 4:00-7:00. No change to the original time could be made, I was told.

At this point I just wanted their crap out of my house, so I cancelled my birthday dinner for their convenience. I hope your marketing department realizes that all the telephone on-hold messages aren't worth the money you spent to set them up, when there's such a lack of service behind them.
     
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Trying To Get Money From Me Instead Of My Insurance Company
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SACRAMENTO, CALIFORNIA -- In Jan. 2007, I was referred by Sacramento Ear Nose and Throat Specialists to do a sleep study. I was told I have Sleep Apnea, and I have a Dieviated Septum. I was instucted to contact 2 companies that provide durable medical equipment. I was told I may benefit from using a CPAP breathing device when I sleep. I contacted Apria Healthcare. I provided all the necssary Ins. info and they said they received athorization from my ins. Co. Horizon Blue Cross Blue Shield of New Jersey. I was told there would be no out of pocket espense.

In April 2007, I made an appointment to go to a local Apria Healthcare location to receive the equipment and to be instructed on proper use of the unit. It is now Feb. 23rd 2008, I have received bills approx. every 2 to 3 months from Apria, trying to get me to pay for the equipment. I have contacted Apria by phone several times regaurding this matter. I have also sent the bills back to Apria, I have contacted my ins. co. and receive E. O. B.'s (explenation of benfits) stating that before my Ins. Co. will pay Apria, that they need additional info.

Apria has received notice that my ins. co. requests more info. and they keep denying this claim until more info, (and probably the correct billing codes, and Referring physicians info) I an uable to get them to stop billing me and I can't get them to understand they will not be paid until they provide this info!
This kind of thing is part of the problem with healthcare in the USA!
     
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jenjenn on 2008-02-24:
You need to be more proactive & call your insurance company to see what information is missing/needed. It is your responsibility to follow up with Apria to get the issue resolved. When you call your insurance company, you may want to verify with them that DME is covered @ 100%. Most policies cover this benefit at 80%. Also, most insurance companies cover this type of equipment as a rent to own.
propaneman62 on 2008-02-25:
Apria told me there would be no out of pocket expense at the time I made the appointment to receive the equipment.
girlscout1 on 2008-03-05:
BEWARE OF THIS COMPANY! My 80 year old mother has breathing equipment from them. They send in bills to Medicare but refuse to send them to her supplemental insurance company. They instead send her account to collections TWICE! They refuse to return phone calls and do not cooperate in solving this issue. We are going to be filing complaints with whom ever we can.
DME provider on 2008-08-23:
I am a regional billing Manager for Apria. Apria is the one and only compliant company in the industry. We welcome numerous audits internally and externally and are one of the only companies who have not been found to be fraudulent with their practices. In regards to these issues- 95% of people do not understand insurance benefits and billing. Even with a secondary insurance which states it covers any copays, there are charges that are not covered and are the patient's responsibility. I suggest anyone file a complaint with the corporate office which is submitted as a PCCR- a 'concern report' for the department managers responsible to respond and resolve the issue. Apria is NOT cheating anyone out of money. In regards to the Cpap bills being denied it is your responsibility to investigate what the denials are at this point. As far as a Cpap- there is only one HCPC/Billing code for a cpap and one for a bipap. It is highly unlikely that the coding is incorrect. The supplies do have other codes. Reimbursement can be extremely tricky with healthplans. Again- ask for a collections manager in your billing center.
tennessee on 2008-09-04:
My husband also was sent to them for the CPAP equipment and the first person we dealt with confirmed to us that they had contacted our insurace company and there would be no out of pocket expense to us. However, since then, we did find out that our insurace company only pays 80% so we are paying our monthly 20% for the machine. When I call Apria to ask questions no one seems to know exactly how much we are paying for the machine. I know we should have checked into our insurance ourselves but most people tend to trust their doctors, etc. when they tell us they have already call the insurace company. I would assume that the healthcare providers are very familiar with insurace carriers and would know what is covered and what is not. We are very unhappy with Apria Healthcare. We feel as though they were very dishonest with us from the beginning and just wanted to get us in their doors.
KBUG912 on 2010-09-03:
you need to own up and get involved I deal on a daily basis with horizon bcbs of nj --they are like most insurance companies very difficult to get paid from but this ins by far is the worst ever. you need to understand your benefits better -more than likly you had a deductible to meet -apria only collects the co-in upfront and bills your ins the remaining portion if your deductible is not met you get a written letter in the mail stating your INSURANCE'S DECISION with the amt due -this could span over months if you have a high deductible. lets use some common sense people this is not apria's fault I can assure you that there is no room for error a bipap is one code and a cpap has one codes and if you have an insurance as a secondary that does not pay for benefits that is explained to you prior to getting any equipment - there has to be a contract with certain insurances to bill in network, you cannot honestly tell me no one informed you of your benefits or what you were signing
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Local office is fine but corporate customer care is horrible.
Posted by on
Rating: 2/51
First, they kept leaving me voice mails from an automated call system without any identification of who they were. I ignored it for several weeks as the message sounded like a credit card scam. Finally I called from work and found out they were trying to notify me that my credit card was going to expire next month. The contact is obviously in India and their language skills and understanding is minimal. Not really able to respond to my questions. Another issue has been that they sent my a letter saying I had not sent my modem in when requested. The problem was I left the modem for pickup by Fedex and they failed to come by. I had already called the number on their instruction for advice and they had rescheduled the pickup which went off without additional problems. No communication between parties resulted in a rude letter accusing me of not doing what I was asked to do. Royal a-holes. Will go elsewhere as soon as I retire. Their corporate office is obviously made up of money grubbing people that do not care about their customers and only want to make money. Billing does not match up with my EOB's so I suspect there are trying to rip someone off, too. Wish I were European.
     
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Can't Get Billing Right
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Rating: 1/51
CALIFORNIA -- I have a CPAP from Apria. My insurance changed for 2013, and Apria could not handle this update. In April, I had to call three times to get the insurance updated. Each time they asked for a credit card to keep on file, and fortunately I refused. In November 2013, my insurance carrier paid three claims on one check. In January 2014, I get a collection notice that I have not paid one of the claims. After SEVEN calls to Apria, I was assured the payment would be applied properly. Around March 15, I received a refund check from Apria because I had overpaid the account once they applied the insurance payments properly. On March 21, I got a notice from my credit watch service that a negative report had been filed. It was the collection agency that Apria assured me would not pursue any additional action. Now I have to take another hour out of my day to correct this error.
     
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Horrible Billing Practices and Billing Dept.
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Rating: 1/51
MISSOURI -- I would never refer Apria to anyone! If there was a zero rating, I would have chosen it instead of one rating. My son had two types of rental equipment from Apria, they provided the equipment, kept charging me when the insurance had "paid it in full per agreement". There have been payments made that were not applied to the account until 4-5 weeks later. Their billing dept. is horrible!!!! Every time you call, you wait on hold 30 minutes before being helped. Then you talk to a different representative every time you call & they don't communicate whatsoever. You can fax them documentation & they claim to never receive it, or it seems to take DAYS for them to receive it and of course, they don't allow any communications to be sent by email, so you could get things sent quickly & easily. Don't ever expect a call back from the billing dept. either. In the last year, I have worked with 12 different billing representatives/specialists. All of them told me they would call me back after reviewing my files. So far I'm still waiting on even one call back! Need I go on?!!!
     
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Horrible, worst customer service ever.
Posted by on
Rating: 1/51
WORCESTER, MA -- Doctor submitted health care supply order by fax to Apria 12/23/2013. Order required Apria contact me. Two weeks later a woman called me but I couldn't understand a word she said. I did get out of her that someone would be calling me to set up an appointment. Two weeks later no call so I called them. The customer service person was terrible. She kept saying hold on and would yell to another person about another customer (very unprofessional conversation). She proceed to talk over me and just not listen. She just wanted me off the phone. After a very exhausting one sided conversation I asked her to cancel the order. I called the 1 800 customer service number to ensure the order was canceled, the woman told me she was sorry and she would check the order and proceeded to transferred me back to the original person??? I called the corporate 1 800 number which was a recording telling me they were not available at this time and hung up. The web site says all the right things but in the end Apria doesn't have a clue.
     
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Oxygen for a Lung Cancer Patient
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Rating: 1/51
ALBUQUERQUE, NEW MEXICO -- My father was diagnosed with stage IV lung cancer on 5/18/2013. He needs to be on oxygen 24/7. We live in a rural part of New Mexico and have to dive 100 round trip to visit the doctor. He has 1-3 doctor's appointments a week. He uses the "D" tanks that you roll behind you. He goes through approximately 3 tanks every trip to a doctor visit. The first 2 months we were able to order tanks when we needed.

After the 2nd month they told us they were moving to a home fill system. We agreed to try the equipment out, but as we found, my father was unable to carry the tanks provided since the cancer spread to his bones. When we called to have them pick up the system, they didn't even have the records stating he was on this new system. After that every time we call Apria we do this merry-go-round dance about why he doesn't have the homefill system and they try to deter us from continuing on the tanks he has now by telling us that they can not deliver tanks for over a month.

They also are very good about double billing patient. We will pay with a credit card over the phone, but when we call they need a payment from is every time. I am totally fed up with this company. After everything my father and family has been through this is just another hurdle in his recovery. I am very disappointed.
     
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azRider on 2013-09-19:
I've used them in the past, they suck. no doubt about. run as fast as you can from them and find a different provider. I choose one that I have to pay more for, but its worth it.
Jay on 2013-09-19:
I agree. Kick these bozo's to the curb. They are one of the most (if not THE most) incompetent, disorganized medical equipment providers on the planet. I, too, have experienced their bumbling ways.
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Apria Doesn't Care About Your Life
Posted by on
Rating: 1/51
KANSAS CITY, MISSOURI -- Once again, I get to hear my mother who is on 24 hour oxygen screaming and crying to her Apria Health Care representative because he, John [snip], is incapable of helping her. A prescription was sent in by her pulmonologist LAST Friday, a representative was supposed to bring it to her tomorrow. Now they tell her the prescription does not exist, that they are NOT ABLE TO HELP HER BREATHE? You have got to be kidding me. The level of incompetence is outstanding. Clearly these representatives couldn't care less about their customers. Who, might I add, DON'T WANT TO BE CUSTOMERS.

They claim to not have the supplies, they don't know the correct address even though we moved 2 years ago, they bring the wrong supplies, they ship the wrong supplies. Aren't you the one who is supposed to be making it easier for her to breathe? Yet, she is hyperventilating from being so unbelievably stressed out for the lack of care you offer.

You say one thing, turn around, blame my mother for your mistakes, poor work ethic, and tell her to figure it out.

Good job Apria, for being the worst home health care provider in America.

A special Shout out to john [snip] for wasting my mother's time and upsetting her to the point of tears. Great job team!
     
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Do Not Use Apria In Any State
Posted by on
Rating: 1/51
CHANDLER, ARIZONA -- 1st and only order for monthly homecare supplies from Apria: I provided manufacture part numbers via a fax for equipment and supplies I needed. I received 2 correct items of 7 ordered and 1 item that was not part of my order... The 5 items that I did order that were incorrect, only 1 was corrected and 1 of the 5 was unusable and very expensive, several hundred dollars. After a half dozen calls, none of the remaining incorrect items were corrected, including the very expensive item.

I contacted Apria's Corporate Office and submitted a formal complaint... their corporate office did nothing to assist or get the items corrected. My insurance paid for everything, including the wrong items. BCBS... I complained to them also, for paying.

I cancelled all future orders and I am now ordering the items I need directly from the manufactures. I buy in bulk and everything is great. Though I am paying for everything myself, but it is well worth it, not having to deal with Apria or any other company that is paid by insurance.

If you haven't used Apria before, please don't... if you are currently using them, please find a back-up so that when they mess up, you or your loved ones don't have to pay the price of wrong or missing supplies when they need them.
     
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